Jacqueline Jenkins
Forest Lake
Summary
Dedicated healthcare professional with 11+ years of experience in Medical Administration and 25+ years in Customer Service. Experienced in financial clearance, patient cost estimates, insurance verification, hospital billing, CPT/HCPCS coding review, prior authorizations, and revenue cycle operations. Proven leader with extensive experience training and mentoring staff, improving workflows, and ensuring compliance with payer guidelines. Skilled in Epic, patient financial counseling, and collaborating across multidisciplinary healthcare teams to deliver exceptional patient experiences.
Overview
27
27
years of professional experience
Work History
Financial Clearance Representative Senior / Trainer
Allina Health / Optum
Minneapolis
01.2023 - Current
- Oversee financial clearance activities for complex inpatient and outpatient cases.
- Prepare patient cost estimates for hospital services, physician visits, procedures, and surgeries.
- Review insurance benefits, deductibles, co-insurance, and out-of-pocket expenses to determine patient responsibility.
- Collaborate with providers, scheduling teams, billing departments, and payers to resolve estimate and authorization issues.
- Research and apply CPT and diagnosis codes to ensure estimate accuracy.
- Maintain compliance with payer policies, regulatory requirements, and organizational standards.
- Managed patient inquiries, providing accurate information and ensuring timely resolution of concerns.
- Optimized billing processes, reducing errors and improving turnaround times for claim submissions.
- Participated in process improvement initiatives and workflow development, contributing to enhanced team performance and patient satisfaction.
- Trained new team members on communication protocols and system usage, enhancing team efficiency and service quality.
- Developed and delivered training programs that strengthened employee skills and knowledge.
- Collaborated with management to align training initiatives with organizational goals and strategic objectives.
- Evaluated training effectiveness through assessments and feedback collection, leading to continuous improvement.
- Mentored junior trainers, fostering professional growth and knowledge sharing within the team.
- Streamlined onboarding processes for new hires, facilitating faster integration into job roles.
- Analyzed coding discrepancies, ensuring compliance with regulations and accuracy in billing procedures.
Financial Clearance Representative
Allina Health / Optum
Minneapolis
01.2021 - 01.2023
- Verified insurance, secured prior authorizations, and reviewed patient accounts to streamline financial processes.
- Generated patient estimates utilizing CPT codes, payer guidelines, and contract information.
- Ensured compliance with payer requirements, effectively reducing instances of claim denials.
- Reduced authorization and billing delays through proactive account review and follow-up.
- Educated patients on financial obligations and payment options to enhance understanding and compliance.
Customer Experience Specialist – Lead
Allina Health / Optum
Minneapolis
01.2019 - 01.2021
- Provided leadership as the primary resource for addressing escalated patient concerns and complex account issues.
- Resolved inquiries efficiently through multiple communication channels, enhancing customer satisfaction.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Trained new staff on customer service standards and departmental procedures, improving overall service quality.
- Developed training materials for new hires, fostering consistency in customer interactions and service standards.
- Collaborated with cross-functional teams to streamline customer support processes and improve service delivery.
- Advocated for patient needs in team meetings, influencing changes that improved care coordination and service quality.
- Assisted with workflow improvements and team development initiatives.
- Coordinated appointment schedules for multiple departments, ensuring optimal resource allocation.
- Managed calendar systems to enhance scheduling efficiency and minimize conflicts.
- Coordinated patient schedules, optimizing appointment availability and reducing wait times.
- Managed multi-line phone system, efficiently handling incoming calls and inquiries.
- Utilized electronic health record (EHR) systems to update patient information and facilitate care coordination.
- Streamlined scheduling processes through implementation of automated reminders, enhancing patient compliance rates.
- Trained new employees on scheduling protocols and EHR software for improved operational efficiency.
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
Customer Experience Specialist
Allina Health / Optum
Minneapolis
01.2017 - 01.2019
- Provided exceptional customer service to patients and families, fostering positive experiences and trust.
- Improved patient satisfaction through effective communication and timely resolution of issues.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
- Coordinated patient schedules, optimizing appointment availability and reducing wait times.
- Coordinated complex schedules for multiple healthcare providers, ensuring timely patient care and maximizing provider availability.
- Resolved billing, scheduling, and account inquiries accurately and efficiently.
- Supported patient registration and appointment coordination processes.
- Managed multi-line phone system, efficiently handling incoming calls and inquiries.
- Utilized electronic health record (EHR) systems to update patient information and facilitate care coordination.
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Developed training materials for new team members, improving onboarding efficiency.
Guest Service Representative
Gillette Children's Specialty Healthcare
St. Paul
01.2014 - 01.2017
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Addressed guest complaints diplomatically to uphold property reputation and ensure high customer satisfaction.
- Handled guest inquiries via telephone, email, and in-person communication, delivering accurate information consistently.
- Managed patient registration, scheduling, intake, and front desk operations.
- Coordinated communication between patients, providers, and clinical departments.
- Guided patients and families through healthcare services to enhance overall experience.
- Resolved conflicts and addressed concerns promptly, maintaining high satisfaction levels among patients and families.
- Collaborated with multidisciplinary teams to streamline patient intake processes and improve operational efficiency.
- Provided initial support to pediatric patients and families.
Education
Administrative Medical Specialist Certificate - Billing, Coding & Medical Terminology
Century College
St. Paul, MN01-2012
Skills
- Financial Clearance
- Revenue Cycle Management
- Hospital Billing
- Insurance Verification
- Prior Authorizations
- Billing practices
- CPT Coding
- Medicare
- Medicaid
- Commercial Insurance
- Patient Financial Counseling
- Financial Analysis
- Process Optimization
- Microsoft Office 365
- Google Workspace
- Staff Development
- Onboarding Processes
- Problem Solving
- Communication
- Medical Terminology
Accomplishments
- Trained and mentored new employees and team members.
- Recognized as a subject matter expert in financial clearance and insurance processes.
- Experienced in patient estimates, CPT coding review, hospital billing, and revenue cycle operations.
- Consistently met productivity, quality, and compliance standards.
- Contributed to onboarding improvements and training development initiatives.
Timeline
Financial Clearance Representative Senior / Trainer
Allina Health / Optum
01.2023 - Current
Financial Clearance Representative
Allina Health / Optum
01.2021 - 01.2023
Customer Experience Specialist – Lead
Allina Health / Optum
01.2019 - 01.2021
Customer Experience Specialist
Allina Health / Optum
01.2017 - 01.2019
Guest Service Representative
Gillette Children's Specialty Healthcare
01.2014 - 01.2017
Administrative Medical Specialist Certificate - Billing, Coding & Medical Terminology
Century College